Executive Director, Production Services

alth to be a 'digital first, technology forward and data driven' company. The VP, Client and Member Experience and Operations reports directly to the SVP, Chief Digital and Technology Officer in support of DDAT Pharmacy Services and is a critical member of the executive leadership team of the company. With a commitment to a 'Startup within a large company' culture, DDAT is at the center of CVS Health transformation.The Executive Director, Production Services is responsible for the overall effectiveness of the production or run the business operations. They have accountability to colloaborate across a complex organization to ensure service levels and performance guarantees are met. They own the root cause analysis of problems and incidents, and the continuous process improvement activities to ensure suspect processes are improved and problems aren't repeated. As such, they are creating and synthesizing production metrics into a dashboard format for broad consumption. They will manage the relationship and inter-dependence with the infrastructure team, ensuring transparency. Finally, they have operational oversight of change management, security, compliance, cloud platform planning and execution, federal and state audit compliance, SOC/SOX compliance, disaster recovery, and capacity planning.A successful candidate in this role will work in a cross functional team in a large matrix organization. This candidate will need to quickly build relationships with key stakeholders to identify. This candidate will need to build strong relationships across the Caremark organization to understand needs and deliver results.

You will make an impact by:

• Act as the primary stakeholder for the production health across all of PS DDAT
• Monitor and report on production health risks and incidents related to availability, performance, and resiliency promptly and effectively, partnering to diagnose root causes, and ensuring implementation of corrective actions to minimize downtime and impact on users. This position must work with other Enterprise teams to drive the necessary results.
• Oversee end-to-end delivery of production services transformation across PS DDAT, ensuring reliability, stability, and performance objectives are met
• Collaborating with development teams to address recurring issues, monitor metrics, and implement efficiency programs to reduce issue occurrence
• Continuously evaluating and improving processes, tools, and technologies related to production performance to enhance efficiency and resilience over time, in partnership with the development team and the broad DDAT team
• Build and nurture strong relationships across the PS DDAT towers, broad DDAT, and internal business partners
• Ensure the highest standards are maintained for all aspects of service
• Ensure all security vulnerabilities for PS DDAT are addressed in a timely manner
• Conduct root cause analysis (RCA) and implement long-term solutions - including process re-engineering, standard operating procedure updates, etc. - to prevent recurrence
• Work closely with development, infrastructure, and business teams to understand requirements, resolve issues, and support system changes
• Develop and enforce best practices including documentation, standard operating procedures (SOPs), and knowledge sharing
• Define and track key performance indicators for production support; prepare and present regular reports to leadership on production system performance and support activities
• Coordinate and lead cloud platform migration and maintenance
• Ensure all federal and state compliance requests are met with high quality
• Lead and coordinate SOC/SOX compliance in coordination with enterprise resources for PS DDAT
• Lead and coordinate disaster recovery planning and testing
• Lead and coordinate capacity planning

Required Qualifications

• 8-10 years of overall work experience with a concentration in a technology orientated operational role

• Production support experience required

• Engineering background preferred

• Strong understanding of production environments, ITIL practices, and incident management processes required

• Strong track record of effective communication; Excellent written and verbal communication skills, particularly the ability to convey information in an accessible, concise, and clear manner

• Ability to act as a bridge between technical and non-technical resources

• Problem solver with commitment to delivering exceptional service

• Customer centric, creative, and strategic

• Ability to navigate complex, multi-stakeholder client environment

• Expertise with influencing and navigating a highly matrixed environment

• Experience leading and developing high performing teams

• Ability to proactively identify and address potential issues, evaluate alternative courses of action, and make sound management decisions

• Highly collaborative and communicative collaborator with experience working in fast-paced, multi-functional team environments

• Ability to work independently and efficiently with minimal supervision, with proven analytical and critical thinking skills

• High energy level; comfortable performing multi-faceted projects in conjunction with day-to-day activities

• Approaches challenges with a sense of urgency, ability to work well under pressure and take direction

• Degree in computer science, information technology or engineering preferred

Preferred Qualifications

Degree in computer science, information technology or engineering preferred

Education
Bachelor's DegreePay Range

The typical pay range for this role is:$131,500.00 - $303,195.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program.Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.Great benefits for great peopleWe take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefitsWe anticipate the application window for this opening will close on: 07/21/2025Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.